One-Stage Complaint Handling Process Introduced By Alpari
Alpari has introduced a one-stage complaint handling process, whereby its first response to complainants will be its final response.
The Financial Services Authority (FSA) announced in 2011 that a number of key changes would be made in the area of complaint handling within the financial services sector.
From Alpari.co.uk:
The FSA hopes that this change will encourage better complaint handling by placing the onus on firms to investigate complaints thoroughly the first time, rather than relying on a customer re-approaching the firm if they remain dissatisfied with its initial response.
While our track record demonstrates that Alpari (UK) has always dealt with complaints in a professional and efficient manner, with effect from 1 July 2012, as per the FSA rule, we have introduced a one-stage complaint handling process, whereby our first response to complainants will be our final response.
One of those changes announced by the FSA required all regulated firms to introduce a one-stage complaint handling process.
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Alpari seems to be the first
Alpari seems to be the first broker to have listened to FSA suggestions.